Here at Hebden Tea, we’re dedicated to helping you to find the perfect tea. To make your visit to our online store as pleasant as possible, here are a few answers to some commonly-asked queries:

We aim to make ordering our products as simple as possible, avoiding complex charts. Our online pricing is clear and easily understood.

For UK orders, we have a flat rate of £4.80, allowing you to order as much tea as you like at the same shipping cost. Free shipping is available for orders over £30.00.

During the Christmas seasons, from the 15th December to the 23rd December, we exclusively offered 24-hour Royal Mail services due to delays with the 48-hour services for orders over £20.00.

Hebden Tea Company cannot be held accountable for delays caused by Royal Mail or other couriers used for delivery.

For international orders and those containing heavier crockery items, our postage costs are adjusted accordingly. This is automatically applied to your online shopping cart, so you can always see the postage and packaging costs before placing your order.

We only charge standard Royal Mail delivery costs, plus a small extra fee to cover packaging. Our orders are meticulously hand-packed to ensure your products arrive in perfect condition.

Our deliveries are tracked and tracking-link will be provided via Email.

Orders placed before 15:00h will be posted by us on the same day, while orders placed after this time will be posted on the following day.

We make every effort to manage our stock levels as carefully as possible and out-of-stock items are marked on our website as soon as we are able to do so.

However, on rare occasions, perhaps if demand for particular items exceeds our projected sales, we may run out of stock before this is reflected on our online storefront.

It is likely that we will still be able to offer the item with a slightly delayed delivery date, but if this ever happens we will inform you via e-mail and offer you the opportunity to claim an immediate refund.

We have introduced the option for customers to request an update when products are back in stock.
This feature can be found on item pages when the product is marked as out of stock where customers can enter their email address to receive updates on the availability of the product.

Technology isn’t always perfect, but when you’re ordering items online you want to be sure that your order has been received.

If you suffer connection or computer problems while placing your order and want to confirm that we received it, simply contact us using our contact form or our chat button online and our team will check the status of your order.

Proof of purchase is always required.
Refunds or credit notes are provided only for goods that arrive in a faulty condition.

Tea and other food products and cannot be returned for hygiene and food safety reasons. Faulty items e.g. china, infusers etc. must be returned within a reasonable time. If preferred by the customer, a faulty item can be replaced where possible.

If an item is not faulty and the customer wishes to exchange it, we gladly offer an exchange for a different item and/or a credit note.  A refund cannot be offered in this case.

Any items that are not faulty that the customer wishes to exchange or receive a credit note for have to be returned within 28 days of purchase.
We can offer a refund for faulty goods, an exchange, replacement or credit note in accordance with the above for Hebden Tea Company.
When returning an item, any postage and packaging costs will be covered by the customer.

Returns for online order cannot be accepted in our stores. If you are intending to do so, please contact us via our contact form prior to your visit.

This does not affect your statutory rights.

Last, but not least, excellent customer service is really important to us. If we haven’t answered your question or you have any feedback, we would love to hear from you so please get in touch.

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